Call flows can vary in complexity depending on the type and size of you organisation. To get you started, we have produced 4 templates, each developing in scale, which can be downloaded and applied to your own system.
Each template comes with a ‘real world’ scenario which can help put each stage into context, as well as an accompanying video, breaking down each node and explaining it’s purpose.
Note: The purpose of each template is a starting point, settings and parameters must be configured in your own Contact initial setup. We also highly recommend adjusting each call flow to better suit your organisation’s structure and needs.
Call Flow Template 1 #
This call flow is suited to a very small organisation, presumably with someone in a receptionist type role able to answer incoming calls from the queue. Due to this call flow only having one queue, the organisation should ensure they have capacity to manage their expected quantity of calls.
Call Flow Template 2 #
This call flow is again suited for a small organisation, presumably with a small number of departments which may require their own call queues. This call flow includes an added DTMF menu which will allow callers to select menu items and join their respected queues. Once again, as there are a limited amount of queues, the organisation should ensure they have the capacity to manage this expected quantity of calls.
Call Flow Template 3 #
This call flow is aimed for medium sized organisations, ideally with several departments and opening hours. With the inclusion of a Route to External Destination Node, the organisation should have the capacity to offer external services for example, an out of hours mobile number or network announcement. The organisation should ensure they have scope to accomodate these features as well as the expected amount of calls for the number of queues included.
Call Flow Template 4 #
This call flow is aimed at medium to large organisations with several departments, varying opening hours and different queue and connection options. With the inclusion of a Voice Mailbox Node, the organisation will be able to offer the option for callers to leave voicemail messages rather than waiting in a queue. The organisation must however have capacity to review and respond to these when required.